Troubleshooting

Forgot your password

Tap "Forgot password" on the login screen. A reset link will be sent to your email. You can also visit sagetutor.app/reset-password.

Sign-in fails with "incorrect email or password"

1. Double-check for typos in your email (especially if using autofill)
2. Use "Forgot password" to reset — don't try to guess
3. Make sure you're using the same email you signed up with

Account shows "trial expired" but I just signed up

Your trial is tied to when your parent account was created, not when you added your child. If more than 7 days passed between signup and first use, the trial may have expired. Contact [email protected] and we'll sort it out.

App freezes on the loading screen

1. Force-close the app and reopen it
2. Check your internet connection — Sage needs a stable connection to load
3. If it persists, uninstall and reinstall Sage from the download link

App crashes immediately on launch

1. Restart your Android device
2. Make sure you're running Android 8.0 or later (Settings → About Phone)
3. Uninstall and reinstall from Google Play Store
4. If still crashing, contact support with your Android version and device model

App is slow or laggy

Sage works best on WiFi. If you're on mobile data, responses may take a few extra seconds. Close other apps running in the background and make sure your device isn't in low-power mode during sessions.

"Oops! Couldn't send that" error

1. Check your internet connection — this error usually means the message didn't reach our server
2. Tap the message to retry — Sage will try again automatically
3. If you see this in every session, try switching from mobile data to WiFi
4. If it happens after a long session without sending anything, the session may have timed out — tap End and start a new one

Session loads but Sage never replies

1. Wait 10-15 seconds — occasionally our AI takes a moment with complex questions
2. Check your internet connection
3. If Sage shows "thinking..." for more than 30 seconds, tap End and start a new session

Sage gives wrong or confusing answers

Sage is very accurate but not perfect. If an answer seems wrong, tap the ⋯ menu and select "Report an issue." You can also start a new session — sometimes rephrasing the question helps. For homework where accuracy is critical, always verify with your child's textbook or teacher.

Diagnostic ended early with an error

This was a known issue that has been fixed. Make sure you're on the latest version of Sage (download from sagetutor.app). If it happens again, start a new diagnostic — partial results don't carry over but the new one will complete successfully.

Talk to Sage doesn't work at all

1. Is voice mode enabled? It's off by default. Go to your child's home screen → ⚙️ Settings → scroll to "Voice Mode" → turn it on.
2. Check microphone permission: Android Settings → Apps → Sage → Permissions → Microphone → Allow
3. Is another app using the microphone? Phone calls, video chats, and some other apps block the mic. Close them and try again.
4. Restart the Sage app and try again.
5. If the Talk to Sage button still doesn't appear on the home screen after enabling it, close and reopen the app.

Sage can't hear me or says "couldn't understand"

1. Make sure Sage has microphone permission: Android Settings → Apps → Sage → Permissions → Microphone → Allow
2. Speak clearly and at normal volume — background noise (TV, music) can interfere
3. The first time you use voice mode, Android will ask for speech recognition permission — tap Allow
4. Try moving to a quieter location

Voice mode transcribes the wrong words

Sage uses Android's built-in speech recognition (the same engine as Gboard). Accuracy depends on how clearly you speak and background noise levels. Short answers like numbers ("seven", "42") work best when spoken clearly with a brief pause before and after. If the wrong word comes through, the text box lets you correct it before sending.

Microphone button does nothing when tapped

1. Check microphone permission (see above)
2. Enable voice mode in Settings for your child's profile — it's off by default
3. Make sure no other app is using the microphone (phone calls, other apps)

Two voices talking at the same time

This was a known issue that has been fixed. Update to the latest version of Sage from sagetutor.app. Voice mode now properly silences the text-to-speech bubble speaker and uses the Voice Orb exclusively.

Sage keeps reading out loud even after I tap away

Tap the speaker icon (🔊) in the session header to toggle voice playback off. Or tap End to close the session — this immediately stops all audio.

Photo or PDF won't upload

1. Check file size — uploads must be under 20MB
2. PDFs must contain actual text (not just a scanned image). If Sage says "no text found," use the camera option instead
3. Make sure Sage has camera/storage permission in Android Settings
4. Try a different file format — JPG photos and standard PDFs work best

Sage can't read the text in my photo

1. Make sure the photo is well-lit with no shadows across the text
2. Hold the phone steady and tap the screen to focus before taking the photo
3. Keep the whole page in frame — cropped photos may miss questions
4. If your PDF is a scanned image, use the camera option instead

Sage gives the answers instead of helping

Sage is designed to teach, not give answers. If Sage seems to be too direct, try asking "Can you help me understand how to solve this?" rather than "What is the answer?" The more open-ended the question, the more Sage will guide rather than tell.

I was charged but my trial should still be active

Your 7-day trial starts when your parent account is created — not when you first open the app. If more than 7 days passed between creating your account and subscribing, the trial will have already ended. Contact [email protected] with your account email and we'll help.

How do I cancel my subscription?

Open Google Play → tap your profile icon → Payments & subscriptions → Subscriptions → Sage → Cancel. Your access continues until the end of the current billing period. No refunds for partial months, but cancellation is immediate with no fees.

Subscription shows active in Google Play but Sage says I need to subscribe

1. Force-close and reopen Sage
2. Make sure you're logged in with the same email as your Google Play account
3. If it persists after 15 minutes, contact support — this usually resolves itself